UE Playbook

• UE INTERACTION MODEL OBSERVATION GUIDE

• RSA Name

• Conducted on

  Date

• Prepared by

MAKE IT PERSONAL

• DID THE RSA MAKE IT PERSONAL CHECK ALL THE APPLY?

  Yes

  No

  N/A

• TWO WAY CONVERSATION

• SPEND TIME ON WHAT MATTERS

• MATCH NEEDS TO UN-CARRIER MOVES

• HAVE FUN WITH CUSTOMER

• Comments

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EXPLORE AND DESCOVER

• DID THE RSA FIND SOLUTIONS AND OPTIONS FOR THE CUSTOMER? <br>CHECK ALL ELEMENTS THAT APPLY?

  Yes

  No

  N/A

• OWN OUR NETWORK-Extended LTE

• DEMONSTRATE PRODUCTS AND FEATURES

• OFFER SIDE BY SIDE COMPARISONS

• MATCH CUSTOMERS PACE

• Comments

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PROBLEM SOLVE

• WHERE THE GUEST ISSUE(S) RESOLVED? CHECK ALL ELEMENTS THAT APPLY

  Yes

  No

  N/A

• TAKE OWNER SHIP

• LISTEN AND SHOW EMPATHY

• FOCUS ON RESOLUTION

• USE TOOLS AND RESOURCES

• Comments

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GUIDE THE PURCHASE

• WHERE QUESTIONS ASKED TO GUIDE THE SALE? CHECK ALL ELEMENTS THAT APPLY

  Yes

  No

  N/A

• GIVE RECOMMENDATION

• EXPLAIN WHY T-MOBILE

• SHARE PRODUCT KNOWLEDGE

• OVERCOME HESITATIONS

• Comments

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STAY CONNECTED

• DID RSA TAKE STEPS TO STAY CONNECTED WITH GUEST? CHECK ALL ELEMENTS THAT APPLY

  Yes

  No

  N/A

• SET THE RIGHT EXPECTATIONS

• EXCHANGE CONTACT INFO/BUSINESS CARD

• ASK FOR REFERRALS/ FRIENDS OR FAMILY

• REVIEW SELF SERVE OPTIONS

• Comments

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• LEADER

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• RSA

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